Can Call Centers Provide Customer Sentiment Analysis?

A man in his early twenties wearing a white polo shirt chats on his cell phone while sitting at a patio table outside a restaurant.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Sentiment analysis studies the words verbalized or written by a person to glean their emotional feeling about a product, service, or experience. From a business perspective, knowing how a customer feels about a product, customer service exchange, and overall interaction with a brand can lead […]

Contact Centers Turn Data Into Actionable Information

A female call center agent with black hair looks at her computer when speaking to a customer.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Data drives business innovation and success. In today’s market, companies need to leverage crucial data to promote the customer experience and thrive no matter the economic landscape. In fact, statistics suggest that businesses that prioritize data-driven practices are 23 times more likely to attract new […]

Is Your Company’s Tech Working for Your Organizational Culture?

Two female call center agents review incoming customer service requests.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Digital transformation is a process in which companies adopt technologies to enhance customer experiences, streamline operations, and strengthen company culture.  One of the critical elements to developing a transformation strategy is understanding the consumer experience and identifying instances where digital solutions provide improvement. However, examining […]